Renewal Automator Workflow Design

Design a complete automated renewal workflow that scores client retention risk, triggers proactive outreach sequences, manages quote generation, and handles exception cases — all designed to maximize retention rates and reduce the manual burden on agency staff.

Renewal Pipeline Architecture

The renewal automation runs as a background process that continuously monitors upcoming expirations and triggers the appropriate actions based on days-to-expiration and client retention score.

Pipeline overview:

Daily: Scan for upcoming expirations
  → 90 days: Enter renewal pipeline → Score retention risk → Route by tier
  → 60 days: Quote generation trigger → Deliver quote to agent
  → 30 days: Agent review flag → Client outreach
  → 14 days: Escalation if not resolved
  → 7 days: Final alert
  → Expiration: Lapse handling

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Component 1: Renewal Pipeline Setup

Scanning criteria:

Run nightly. Pull all policies from AMS where:

• expiration_date is between today and today + 90 days
• policy_status = 'Active'
• Not already in renewal pipeline (deduplicate)

Pipeline entry data captured:

Field	Source
Policy number	AMS
Named insured	AMS
LOB	AMS
Carrier	AMS
Current premium	AMS
Expiration date	AMS
Agent of record	AMS
Client retention score	Calculated (see Component 2)
Renewal tier	Derived from retention score
Pipeline entry date	System timestamp
Status	New / Contacted / Quoted / Renewed / Non-renewed / Lapsed

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Component 2: Retention Scoring Model

Score each client 0–100 at renewal pipeline entry. Higher score = higher retention risk.

Scoring factors:

Factor	Condition	Risk Points
Claims history — frequency	0 claims in 3 years	0
Claims history — frequency	1 claim in 3 years	+5
Claims history — frequency	2+ claims in 3 years	+15
Claims history — severity	Claims totaling > $[X]	+10
Payment record	No late payments in 12 months	0
Payment record	1–2 late payments	+8
Payment record	3+ late payments or NSF	+20
Coverage changes last term	No mid-term changes	0
Coverage changes last term	Reduced coverage	+10
Coverage changes last term	Cancelled endorsement	+8
Relationship tenure	5+ years with agency	−15 (protective)
Relationship tenure	3–5 years	−8
Relationship tenure	1–3 years	0
Relationship tenure	< 1 year (first renewal)	+10
Competitor pricing indicator	Premium increase > 15% at renewal	+20
Competitor pricing indicator	Premium increase 5–15%	+10
Multi-policy household/account	3+ policies	−10
Multi-policy household/account	2 policies	−5
Agent relationship quality	Agent-rated relationship score (1–5, entered in AMS)	−[5−score] × 3

Retention risk tiers:

Score	Tier	Designation	Handling
0–25	A	Low risk	Automated outreach sequence
26–50	B	Medium risk	Automated + agent phone call at 30 days
51–75	C	High risk	Agent personal outreach starting at 90 days
76–100	D	Critical risk	Senior agent / principal involvement from pipeline entry

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Component 3: Outreach Sequence Design

Sequences are triggered automatically based on days-to-expiration and retention tier.

Tier A — Low risk automated sequence:

Day	Trigger	Channel	Content
−90	Auto	Email	Renewal notice: policy expiring [date], we're already working on your renewal, no action needed
−60	Auto	Email	Quote ready: [Carrier] has offered renewal at $[premium]; or: here are your options with premium comparison
−30	Auto	Email	Action requested: confirm renewal by [date] to avoid a lapse in coverage
−14	Auto	Email	Reminder: renewal in 14 days; one-click confirm link
−7	Auto	Email + SMS (if opted in)	Final reminder: your policy expires in 7 days

Tier B — Medium risk with agent touchpoint:

Day	Trigger	Channel	Content
−90	Auto	Email	Renewal notice (same as Tier A)
−60	Auto	Email	Quote ready
−30	Agent task	Phone call required	Agent calls to review coverage and confirm renewal; document outcome in AMS
−30	Auto (if no call logged)	Email	Backup if agent has not called
−14	Auto	Email	Reminder
−7	Auto	Email + SMS	Final reminder

Tier C — High risk proactive outreach:

Day	Trigger	Channel	Content
−90	Agent task	Phone call required	Agent calls to establish contact, discuss any changes, explain renewal process
−90	Auto (backup)	Email	Renewal notice if agent call not completed by day −85
−60	Auto	Email	Quote options with premium comparison; agent copies on all communications
−45	Agent task	Phone call	Agent follows up on quote; addresses any concerns about premium increase
−30	Auto	Email	Confirm renewal or request meeting
−14	Agent task	Phone call	Final personal outreach
−7	Auto	Email + SMS	Final reminder

Tier D — Critical risk escalation:

Day	Trigger	Channel	Content
−90	Escalation alert	Task to principal/senior agent	Flag for immediate personal attention
−90	Agent task	Phone call required	Senior agent / principal calls personally
−60	Auto	Email	Quote with cover letter from principal
−60	Agent task	Optional: in-person or video meeting	Review relationship, address concerns, negotiate if applicable
−45	Agent task	Phone call	Follow-up on quote decision
−30	Agent task	Phone call	Status check
−14	Agent task	Phone call	Final outreach
−7	Auto	Email + SMS	Final reminder

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Component 4: Quote Generation

Automatic re-marketing rules:

Condition	Action
Carrier offering renewal (no non-renewal notice) + premium increase < 5%	Auto-generate renewal quote from current carrier; present to agent for review
Premium increase 5–15%	Trigger market comparison: current carrier + [N] alternative carriers
Premium increase > 15%	Trigger full market sweep: all appointed carriers for this LOB
Carrier issuing non-renewal	Trigger immediate full market sweep; notify agent and client
Client credit score dropped significantly (if available)	Flag for agent review before quoting; some carriers will increase or non-renew

Carrier selection logic:

For market comparisons, submit to carriers in this priority order:

1. Carriers with active binding authority for this LOB and risk profile
2. Carriers with preferred appointments (higher commission or volume commitment)
3. All remaining appointed carriers
4. E&S markets (only if admitted market cannot accommodate the risk)

Quote comparison delivery to agent:

• Quote comparison table (carrier, premium, key coverage differences, AM Best rating)
• Recommended carrier (system recommendation based on premium and coverage quality score)
• Flag any coverage differences between current and proposed (always highlight if proposed offers less coverage)
• Agent reviews and selects; selection logged

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Component 5: Client Communication Templates

Renewal notification email (Day −90, all tiers):

Subject: Your [LOB] policy renews [date] — we're already working on it

Dear [Client First Name],

Your [LOB] policy with [Carrier] (policy #[number]) renews on [date]. We wanted you to know early so you have plenty of time to review your coverage and options.

Over the next few weeks, we'll:

• Review your current coverage to make sure it still fits your needs
• Check market pricing so you always know you're getting a competitive rate
• Send you your renewal options with our recommendation

You don't need to do anything right now. We'll reach out again around [60-day date] with your renewal options.

If anything has changed this year — new vehicle, home renovation, business change, or new family members — please reply to this email or call us so we can make sure your coverage is up to date.

[Agent Name] | [Agency Name] | [Phone] | [Email]

Premium increase explanation (for increases > 10%):

Subject: Your renewal options — here's what changed and what we're doing about it

Dear [Client First Name],

Your policy is up for renewal on [date], and I want to be upfront with you: the renewal premium has increased this year.

Here's the situation:

• Current premium: $[current]
• [Carrier]'s renewal offer: $[new premium] (+[X]%)
• Why: [Carrier] has cited [rate increase reason — e.g., statewide rate filing, claims trend in your area, changes in your policy]

I've already shopped your coverage with [N] other carriers. Here's what I found:

Carrier	Premium	Key Differences
[Carrier A]	$[premium]	[Same coverage / note differences]
[Carrier B]	$[premium]	[Same coverage / note differences]

My recommendation: [Recommendation and brief rationale]

I'll call you [date] to walk through the options together. If you'd like to talk sooner, my direct line is [phone].

[Agent Name]

Bind confirmation (sent immediately upon binding renewal):

Subject: Your [LOB] policy is renewed — here's your confirmation

Dear [Client First Name],

Your [LOB] policy is renewed and active. Here are your coverage details:

Policy number	[Number]
Carrier	[Carrier]
Coverage period	[Start date] – [End date]
Annual premium	$[Amount]
Payment plan	[Plan]

Your policy documents will be available within [N] business days. You can always access them through [portal link].

[Agent Name]

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Component 6: Exception Handling

Non-renewal by carrier:

1. Non-renewal notice received from carrier → alert to agent (same day; do not wait for routine renewal pipeline)
2. Client notified immediately (do not wait for 60-day pipeline trigger)
3. Full market sweep triggered immediately
4. Agent personally calls client within 24 hours to explain and present options
5. Timeline compressed: quote → bind before non-renewal effective date

Client non-response escalation:

Day	Action
−14: No response to any outreach	Agent task: final personal call attempt; document outcome
−7: Still no response	Certified mail / registered email with delivery confirmation: "Your policy expires in 7 days; contact us immediately to avoid a lapse"
Expiration: No bind	Policy lapses; client notified immediately of lapse consequences; re-application process explained

Mid-renewal scope changes:

• Client requests coverage change during renewal process → endorsement workflow triggered; renewal quote updated if coverage change affects premium
• Client adds or removes a risk (vehicle, property location) → re-quote with updated information before binding

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Output Format

Deliver three artifacts:

1. Renewal Workflow Specification — Step-by-step process for each pipeline stage, exception cases, and system triggers

2. Retention Scoring Model — Scoring table with factor weights, tier thresholds, and update frequency

3. Communication Template Library — All email/SMS templates with variable placeholders identified and instructions for conditional logic (e.g., show premium increase table only if increase > 10%)